Frequently Asked Questions

Shipping & Delivery

How long does shipping take?
We typically process orders within 1-2 business days. Standard shipping takes 3-5 business days.

Do you offer free shipping?
Yes! We offer free standard shipping on all orders. Nobody deserves paying for shipping.

Do you ship internationally?
Currently, we ship to the US, UK, and all countries in Europe. We're working on expanding our shipping options to serve all international customers.

How do I track my order?
Once your order ships, you'll receive a tracking number via email. You can also check your order status in your account.

Orders & Returns

Can I modify or cancel my order?
You can modify or cancel your order within 2 hours of placing it. After that, please contact us and we'll do our best to help.

What's your return policy?
We offer a 30-day return policy for unused items in their original packaging. Return shipping is free for defective items.

How do I return an item?
Contact our customer service team to initiate a return. We'll provide you with a return label and instructions.

When will I receive my refund?
Refunds are processed within 3-5 business days after we receive your returned item.

Products & Quality

Are your products authentic?
Absolutely! Our plushies are all hand-knitted by aunt Beckie and her friends.

Can I see product reviews?
Yes, customer reviews are available on each product page to help you make informed decisions.

Payment & Security

What payment methods do you accept?
We accept all major credit cards, and other secure payment methods.

Is my payment information secure?
Yes, all transactions are encrypted and processed through secure payment gateways. We never store your payment information.

Account & Customer Support

Do I need an account to place an order?
No, you can checkout as a guest.

How can I contact customer service?
You can reach us via email, phone, or live chat. Our customer service team is available Monday-Friday, 9 AM-6 PM GMT.

How quickly do you respond to inquiries?
We respond to all inquiries within 24 hours, but usually much sooner during business hours.

Do you have a physical store?
We're primarily an online retailer, but we're exploring options for a physical location. 

Can't find what you're looking for? Contact us and we'll be happy to help!